Senior Operations Support Specialist

University of New Hampshire; Durham (NH); On-site; USD 24,204 - 39,895; Full time

Job summary

The University of New Hampshire is seeking a Sr. Operations Support Specialist to provide critical support to customers and field teams in Durham, NH. This role involves managing the IWMS system and coordinating work processes to ensure compliance and efficiency.

The ideal candidate will possess strong communication and analytical skills, have a background in office management, and be familiar with various software applications. The position offers a competitive pay range of $17.57 - $28.96 per hour based on qualifications.

Qualifications

• Associate's degree and three years of computer-related experience, or five years of combined education and experience.
• Supervisory skills and ability to direct others' work.
• Typing and computer application skills including data entry and management.

Responsibilities

• Provide services to customers handling requests via phone, email, and self-service system.
• Coordinate work with vendors and contractors.
• Track assets and manage the IWMS system.

Skills

Effective written and oral communication skills

Analytical and problem-solving skills

Organizational skills

Customer service skills

Independent decision making under pressure

Education

Associate's degree or equivalent experience

Tools

Microsoft Word

Microsoft Excel

Access

Workday

U-Shop

AssetWorks

Job description

The Sr. Operations Support Specialist works in the Facilities Control Center (FCC) and provides direct support to customers, field technicians, managers and contractors carrying out daily planned and unplanned work. This includes organizing, communicating, and coordinating information, using independent judgement, problem‑solving skills, and initiative to determine the approach or action to take in non‑routine situations. As the Sr. Operations Support Specialist, this position plays a "lead" role vis‑a‑vis other employees in the department, fills in for the FCC Manager, and interprets and adapts departmental guidelines where appropriate (including policies and procedures). The incumbent also maintains the IWMS system, obtains and enters information, verifies data, resolves problems, generates reports, analyzes data, maintains compliance records, and provides general office support for the department using knowledge of mobile and desktop technology.

Duties/Responsibilities

Customer Service (40%)

Provide various services to customers, including receiving customer work and key requests via phone, email, self‑service request system, and in person, providing reports, handling inquiries, and coordinating scheduled work. Process all customer, contractor, and internal requests by entering them into the IWMS system and following procedures based on request urgency and daily attendance. Troubleshoot customer problems using data history, department liaisons, managers, and housekeeping vendors. Monitor building automation systems and dispatch critical alarms to internal and external teams to resolve. Ensure proper accounting on each transaction so that accurate billing and reporting interfaces function. Maintain records supporting state and federal compliance with consistency and excellent quality. Provide reports that meet compliance standards on time. Communicate emergency events, customer impacts, seasonal instructions, and work coordination as necessary to the correct stakeholders to minimize impact on customers. Anticipate and prepare materials for seasonal changes, annual recurring operational events, meetings, conference room schedules, and coordinate coverage required for holiday and inclement weather. Operate office equipment and maintain office inventory records and supplies.

Coordination (10%)

Coordinate work with outside vendors and contractors to meet university needs and contractual agreements. Communicate with stakeholders to coordinate work to have the least impact on customers. Maintain, utilize, and distribute after‑hour emergency recall procedures, report after‑hour events to campus stakeholders on a weekly basis with yearly revision of procedures per permanent department contacts. Maintain appointment schedules and coordinate complex office/department scheduling for events and disposal requests; utilize organizational familiarity; provide detailed responses to information requests about services requested. Support the department by reviewing financial transactions regularly and ensuring costs are tracked in the IWMS system to maintain accurate reporting for business decisions.

Senior Tasks and Supervision (50%)

Accurately track all assets in the IWMS system with thorough records by coordinating with campus stewardship, operation managers, other department contacts, and contractors. Assign preventive maintenance on these records as needed and manage the schedule and workload for all department teams. Provide support to all department members with the IWMS system for desktop, mobile devices, and cellular phones, including training, troubleshooting, device setup, ordering, accessories, and account management. Perform various tasks to manage operational details affecting the department or office by organizing, completing, and delegating office support work and making decisions on behalf of the supervisor when appropriate and within established guidelines and policy. Assist in interviewing, onboarding, and training all new team members and facilitate learning of department‑specific policies, procedures, and contacts. Process state agency reports of violations in the IWMS or campus stakeholders, track completion of tasks, and schedule reinspections. Prepare reports, summaries, or replies to inquiries by researching and selecting relevant information from documents, queries, databases, and presenting it in a usable and professional format, including tables, graphs, and charts. Audit customer communications and IWMS system to ensure procedures are followed and data is correctly captured. Coordinate bi‑yearly surveys for customers to collect feedback on department services.

Requirements

Minimum Acceptable Education & Experience

Associate's degree and three years of computer–related experience, or a combination of education and experience equal to five years. Supervisory skills, including the ability to instruct and direct the work of others. Ability to read and interpret input forms and computer printouts. Typing and computer application skills such as spreadsheets, word processing, e‑mail, browser software, data entry/retrieval/management, and knowledge of software applications.

Knowledge, Skills & Abilities

Effective written and oral communication skills. Organizational, analytical, problem‑solving, complex thinking, and customer service skills. Independent decision making under pressure. Ability to establish and maintain effective working relationships with faculty, staff, students, and the general public with varying degrees of comfortability with technology.

Preferred Qualifications

Knowledge of Facilities Operations in a college/university environment. Experience in office management and in coordinating emergency response. Advanced computer skills. Knowledge of USNH computing and telephone systems and experience with Microsoft Word, Excel, Access, Workday, U‑Shop, and AssetWorks.

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across campus communities and encourages applications from qualified individuals to achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

Compensation Pay Range

$17.57 - $28.96. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations. More information on benefits can be found here: USNH Employee Benefits | Human Resources.

Location

Durham